Unified Communications Technician II

Unified Communications Technician II

Location: Albany, NY Region
Service Area: Several Healthcare Facilities

Summary

The Unified Communications (UC) Technician II is responsible for delivering, maintaining, and supporting advanced unified communications solutions across serveral medical locations in the Albany, NY region. This role supports day‑to‑day installation, programming, testing, and troubleshooting of UC platforms, including on‑premise, hosted, and cloud-based systems (Cisco, Microsoft, Avaya, NEC, Mitel/Shoretel, Unify, etc.). Operating in a healthcare environment, the Technician II ensures high reliability, rapid response, and secure communications critical to clinical operations. 

The role requires strong technical expertise, customer-facing professionalism, and the ability to work independently across multiple medical facilities with varying needs.

Essential Functions

Unified Communications Implementation & Support

• Install, configure, and program unified communications platforms supporting voice, video, mobility, messaging, presence, contact center, and collaboration technologies. 
• Perform testing, diagnostics, troubleshooting, and repair of UC systems across multiple medical locations.
• Execute hardware/software upgrades, assess system performance, and interpret technical specifications to ensure platform reliability.

Healthcare Multi‑Site Operations

• Provide comprehensive UC support across several medical facilities, requiring travel between sites and coordination around patient‑care activities.
• Ensure all work complies with healthcare operational standards, security requirements, and workflow sensitivities.

Technical Analysis & Issue Resolution

• Utilize appropriate diagnostic tools to analyze system and network performance, identify issues, and implement effective solutions or escalations as needed. 
• Maintain rigorous documentation of tasks, configurations, and changes in accordance with organizational procedures.

Collaboration & Client Engagement

• Represent Client in onsite meetings, ensuring transparent communication regarding project status, system functionality, and client expectations. 
• Support Sales Engineering by providing technical insight into client needs, solution design, and application requirements.
• Work closely with Project Managers to support scope management, deliverables, and scheduling for both project‑based and service‑based work.

Operational & Field Responsibilities

• Transport tools, equipment, and materials as needed when moving between regional medical campuses.
• Follow client quality, safety, and compliance standards in all work activities.
• Support the integration and maintenance of digital communications mediums, network connectivity, and UC‑related infrastructure.

Education Requirements

• Associate degree or technical certification in a related field, or equivalent work experience in telecommunications, IT, or UC technologies. 

Experience Requirements

• Minimum 6 years of professional experience in voice telecommunications or unified communications support roles. 

Required Skills & Certifications

• Proven ability to install, service, test, and troubleshoot UC systems across leading platforms (Cisco, Microsoft, Avaya, NEC, Mitel/Shoretel, Unify, etc.). 
• Strong understanding of network protocols, routing, SIP, PRI, VoIP, voicemail systems, encryption, VPN, remote access, and cloud UC solutions.
• Proficiency with diagnostic tools, cabling standards, network architectures, and digital communication technologies.
• Ability to read and interpret blueprints, architectural drawings, and technical documents.
• Valid driver’s license and willingness to travel between regional medical facilities.
• Ability to lift up to 50 lbs., work at heights, and navigate clinical facilities safely.

Competencies

• Technical Expertise
• Customer Focus
• Professional Communication
• Innovation & Problem-Solving
• Collaboration & Team Leadership
• Attention to Detail
• Quality & Safety Compliance
• Initiative & Accountability
• Adaptability in Clinical Environments